Five9 Virtual Call Center Software


 

One of the most popular names in hosted call center software, Five9 is used by contact centers around the world. With Five9, companies see reduced costs, increased productivity, and happier customers. Whether you need software to manage your inbound, outbound or blended call center, Five9 has a product to meet your unique business needs. 

There are a lot of features we love, but a few of our favorite include the speech recognition IVR, predictive dialer, and auto dialer: all of which lead to more productive customer service representatives, more satisfied customers, and reduced operational expenses. With the integrated workforce management system, Five9 customers ensure that they get the most out of each staff member by optimizing agent productivity. Finally, any call center will benefit from the call recording and agent scripting components. 

Getting started is easy, too. Most call centers can be up and running in 48 hours once agents have access to internet-ready computers and headsets. And Five9 can adapt to your changing business needs (seasonal demands, remote agents, peak call times, etc.) and will scale with your business as it grows. 

Best of all, Five9 wants to see your company succeed. They'll work with you to get the right solution in place and pride themselves on offering top-notch customer service and professional services. We would highly recommend this call center software to organizations looking to optimize their call center operations.

 

Five9 Virtual Call Center - Five9 Agent Handling a Call
 
  • Five9 Virtual Call Center - Five9 Agent Handling a Call
    Five9 Agent Handling a Call
  • Five9 Virtual Call Center - Five9 Application Portal
    Five9 Application Portal
  • Five9 Virtual Call Center - Five9 Historical Reporting
    Five9 Historical Reporting
  • Five9 Virtual Call Center - Five9 IVR Script Designer
    Five9 IVR Script Designer
  • Five9 Virtual Call Center - Five9 Supervisor Real-Time Statistics
    Five9 Supervisor Real-Time Statistics
Supported Operating System(s):
Web browser (OS agnostic), Mac OS

14 Reviews of Five9 Virtual Call Center

 

from CarQualifier
Specialty: Other services
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

The Very Best Service!

Ease-of-use

There are prompts throughout that assist with using Five9's products. They also have webinars, tutorials, and support for any questions or problems you may encounter. I have been able to use their software pretty much on my own with very little help.

Functionality

I am currently using Five9 for a small start up company, and Five9 fits us perfectly. It has all we need and is able to grow with us.

Product Quality

The quality of the service is great. Over the years, it has improved greatly and can be used at home, in the office, or on the go.

Customer Support

Their customer support is awesome! I have never had to wait for an answer or for any work to get done. They are always available and are very good about following up to see how you are doing.

Likes Best

The product is flexible and easy to use. Five9's support is great; they are always available for additional assistance.

Likes Least

There isn't anything I don't like. I have used Five9 for various companies I've worked for over the years, and I have always liked their service.

Recommendations

Take the time to go through their tutorials and webinars; they are informational and very useful.

 

review detail from Source Intelligence
Specialty: Telecommunications
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Small customer service-based company that requires excellence.

Ease-of-use

It's fairly easy but can require some technical knowledge. Even if an issue arises, the user can always call the support line for immediate assistance.

Functionality

We are a small group and only use a small portion of the functions. We are excited to explore more of the options.

Product Quality

The quality of the product is fairly new to our company but has exceeded my expectations.

Customer Support

Customer support is always friendly and patient. They are always helpful to resolve any problems that have come up.

Likes Best

I am very pleased with the product and am looking forward to applying our company's personal touches to our profile.

Likes Least

The Five9 system is very user-friendly to a degree, but it could be streamlined when it comes to administrator settings.

Recommendations

I would recommend understanding what your expectations are so the technical support team can evaluate your needs.

 

review detail from TeleAware Inc.
Specialty: Other services
Size of portfolio: Single user Portfolio size: Single user

No doubt best in class!!

Ease-of-use

Super easy to create campaigns, run reports, add clients

Functionality

I would like the ability to contact my clients prospects electronically but remain seemless with my client

Product Quality

Excellent first class all the way no others compare

Customer Support

Excellent first class all the way I have never had an issue that wasn't resolved to my satisfaction

Likes Best

simplicity of use, attentive client services, a multiple suite of options available and extremely cost effective with a substantial ROI!

Likes Least

I cannot appear seamless with my clients when I have arranged a meeting for them

Recommendations

Take their optional free trial .you will be pleased that you did

 

from J&L Messaging, LLC
Specialty: Telecommunications
Size of portfolio: Single user Portfolio size: Single user

Great system. I would recommend this to anyone starting a call center.

Ease-of-use

We like the step-by-step wizards that help us in building our campaigns. The support staff is amazing in reviewing setups whenever we have a question.

Functionality

We are a small call center and do not need a lot of bells and whistles added to our campaigns; Five9 gives us the most basic functions to work with to make our calls a success.

Product Quality

Quality is great. Coming from another online dialer, there are not near as many problems in dropped calls, system issues, campaign builds, and so on with this dialer.

Customer Support

They do go above and beyond to get you what you need. If they don't have the answer right away, they will seek out others that might be able to help and will always return your call.

Likes Best

It's easy to use and very easy for new agents to catch on to the agent app. The online manuals are very informative (for as lengthy as they are). Five9 has a lot to offer.

Likes Least

Some of the reports do not quite pull all of the information needed for our business, but there are ways around it. The support staff will work with you to get the product you need.

Recommendations

Easy to use. Campaign builds are simple and require little time to create.

 

review detail from RevGuard
Specialty: Software / IT
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Overall Strong Performance, Minimal Issues

Ease-of-use

Their platform is very user-friendly and easy to teach others how to use.

Functionality

The tools that they have in place already are great, and they are always willing to work with you to create custom options.

Product Quality

We have had some issues in the past, but overall, they have a great product and support group.

Customer Support

They are always very attentive and proactive whenever something goes wrong. I have been very impressed recently with their support team in tracking down issues and making us aware of any issues as soon as they occur.

Likes Best

I personally found their platform really easy to use, and the sales and support teams have been very attentive.

Likes Least

We often discover issues before they do and have to reach out to them to make them aware and get the issues fixed. This was especially prevalent approximately six months ago, but it has improved significantly since then.

Recommendations

Definitely shop around, but we have tried several other vendors and haven't been able to find one other than Five9 that has all of the tools that we need in place.

 

review detail from Sentinel Customer Aquisition
Specialty: Telecommunications
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Top Notch Service and Commitment to Quality

Ease-of-use

I've worked with several platforms over the years and this is, hands down, one of the most intuitive and easy to use.

Functionality

We haven't had a single project/campaign that Five9 couldn't handle.

Product Quality

It's all about the Support and Service. Quality support and service, is the foundation of the Five9 product's quality.

Customer Support

It's all about the Support and Service. Quality support and service, is the foundation of the Five9 product's quality.

Likes Best

I've been with Five9 for years now. I've seen them persistently strive to improve their product and services, and it has greatly benefited my company. The very best that Five9 has to offer, are her people. I have had the pleasure of working with Dave Yesko, and team, since inception, and there isn't a single thing, or promise, they have failed to deliver on. Outside of that: The uptime and stability of the platform is second to none.

Likes Least

This product does require a basic understanding of dialer algorithms and behaviours. Early on, we had several issues related to our own ignorance. Thankfully, we had an incredibly patient support group to help us through.

Recommendations

Five9 is an incredible platform that is scalable and affordable on almost any budget. So, TRY IT OUT... You won't regret doing so.

 

from Vendorin
Specialty: Banking
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Five9 Interaction

Ease-of-use

I have dealt with many softphone platforms. The capabilities of Five9 are fantastic; however, the integration with salesforce takes away the luster.

Functionality

The dialing platform integrates with salesforce, but we miss the functionality that the Five9 agent brings.

Product Quality

The quality is getting better. Our only complaint is the lack of flexibility to listen to agents in real time.

Customer Support

I'm not a fan of the "We will call you back with an answer" technique. However it is efficient as I generally receive an answer that suffices.

Likes Best

The product is customizable. We have the convenience of an iPad application. The customer service team is very good about taking suggestions to improve the product, which helps develops more of a partnership.

Likes Least

We have suffered in the past from outages where it has taken a while to generate a long-term solution to remedy call center down time. Customization of the product can be a task but generally is worth the effort and lack of autodial functionality.

Recommendations

It is imperative that you understand what your specific needs are and document them. Be thorough when going through the process with development.

 

from Serve U Brands, Inc.
Specialty: Food / Beverage
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Great bones, getting better all the time.

Ease-of-use

All the User Portals are extremely easy to navigate.

Functionality

Everything is great except the fact that Reps can't read past notes.

Product Quality

The fit and finish of the product is great; it is very visually appealing.

Customer Support

Excellent! Five9 does not disappoint on Customer Support, very quick and helpful. Their support is outsourced outside of the US, however, which I struggle with as a US Based Call Center Manager. I'd love for them to bring these jobs back to the US or at least create a US Based Support Team for its US Customers. The language barrier can be very challenging at times.

Likes Best

Five9 gives my Call Center the tools it needs to complete its functions effectively and efficiently. Five9's Support Team is always available and very quick to take action if needed. Five9's Sales and Account Management Team is very helpful and gets us set up with new licenses quickly and pain free. The product is user-friendly and easily trainable to new hires. Five9's ability to log in from any internet connection offers interesting possibilities for Work From Home Employees.

Likes Least

In the past, we have had significant issues with Five9's ability to provide true 100% Up Time. This is a function that has improved greatly; however, I am looking forward to seeing if it will stay reliable. Five9's Contact Management/Customer Account lacks the ability for reps to view notes from previous customer interactions. This is a big weakness, and I'd like to see Five9 evaluate this process and add this ability. If my reps had the ability to view notes from previous interactions this review would have been 10/10.

Recommendations

Five9 is a very viable option for any Call Center; I would recommend it to anyone. It has its shortcomings, but every Virtual Call Center Module does. I think that Five9 is the best option when compared with companies like 8X8 or inContact.

 

from Vialinx
Specialty: Advertising
Size of portfolio: 101 or more users Portfolio size: 101 or more users

Five9 has outperformed every other hosted solution we have tried

Ease-of-use

Both the admin and user interface are very intuitive.

Functionality

Every bell and whistle you could hope for. Real-time lead posts, auto scheduled reports, etc.

Product Quality

Very few instances of down time, and when it does happen, it is generally very short.

Customer Support

Tier 1 can be a tad frustrating at times. However, I have always had great experiences after being escalated. In recent years, even the tier 1 has improved.

Likes Best

The ability to manage campaign specifics without contacting support is great. It has just about every bell/whistle you could hope for in a dialer.

Likes Least

Not a big fan of their recent invoicing system. Its a tad complicated and hard to understand. However, in three years we have never caught an invoicing mistake.

Recommendations

One of the most user-friendly solutions we have used.

 

review detail from Churchill Credit Solutions, LLC
Specialty: Banking
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Waste of money

Ease-of-use

Overly complicated. Tech support had to set us up, and they did it incorrectly the first time.

Functionality

Below average. We had a lot of tech issues and service blackouts.

Product Quality

Average but expensive. Other providers offer similar products with less cost.

Customer Support

Terrible. One department doesn't seem to communicate with the other.

Likes Best

Not much. Everything they do, other companies do better and cheaper.

Likes Least

Compliance has no idea what they are doing. They told us to keep the drop call ratio at 3 or below, yet their system doesn't make calls (one every five minutes or so) with that option enabled. The people there have not stood by us and have offered conflicting and often unintelligent responses to legit inquiries.

Recommendations

Check out other service providers. The call quality lacks with Five9, and we have not had good experiences with their staff.

 

from Pristine Screens
Specialty: Other services
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Five9 is not compatible with the new Mac OSX. Bad Customer Service.

Ease-of-use

If the product is not freezing up, it is not too hard to use.

Functionality

The Five9 System is not compatible with the new Mac OSX.

Product Quality

Five 9 does not work with the latest Mac OSX. Five9 advertises that they are, but I can tell you firsthand that they aren't and have recorded call with their customer service saying that they aren't as well.

Customer Support

Tried everything to get my issues with the system resolved; I even tried replying to the system generated email from the CEO and calling and received no response.

Likes Best

The idea of all of the features is great but the system has major issues.

Likes Least

The Five9 system is not compatible with the latest Mac OSX. They told me it was and even advertise it all over the web, but beware. I paid the full setup fees and the monthly charges even when I wasn't able to use it. Five9 had us do a bunch of tests and kept saying they are working on the issue. I finally was forced to cancel my service. I received a system-generated email supposedly from the CEO on why I was canceling my service so I left a voicemail and sent an email but never heard anything back.

Recommendations

There are many other companies and systems out there that are much better all the way around.

 

from Brown Insurance
Specialty: Insurance
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Not worth the time and money

Ease-of-use

The system is too sophisticated; you need a full time employee to handle their issues.

Functionality

We were able to make calls, but that's it.

Product Quality

The idea is great, but we don't feel that the company can properly assist call centers to handle their workload.

Customer Support

The customer support was not helpful for us at all.

Likes Best

The account execs are nice, but that's about it.

Likes Least

The customer service is out of country and not helpful. Even with their help, we are unable to properly configure the systems to handle two-line capability. The system will not call leads first, so we have spent more time than it's worth.

Recommendations

I would recommend trying everything else before this product unless you want to invest serious time and money.

 

from Connect America

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

We are the second biggest Medical Alarm company in the country. Our call center was growing and we needed a solution that could sustain rapid growth. In one year, we went from 30 end users to over 300.

While this was going on we were moving all of our business systems to the cloud. So we needed a Virtual Call Center that had a great API. Five9 had just that.

We currently use the embedded CTI salesforce.com adapter, this has been a life saver our needs for tracking campaigns in a Enterprise class CRM was another must. The installation was painless and actually fun to see all of the advanced features this product has offered to us to allow for a seamless call path to our agents.

I can't stress the value enough.

 

from Perfect Health Technologies

Ease-of-use

Ease-of-use

 
Functionality

Functionality

 
Product Quality

Product Quality

 
Customer Support

Customer Support

 

We launched Five9 at our company in December of 2011. The system is great but the staff and technical support really needs improvement. We've had 5 sales manager in six months, for example, and the support sounds like it's based mostly out of the country.

We've had problems in the past few weeks with calls that are not going to our call center agents. We've made numerous calls to support but it has yet to be resolved and it's actually driving down our revenue. Like I said, the system is great, but right now we are currently reviewing other call center CMS options.

 
 
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